Now available
The Ecommerce BFCM Playbook
Most brands treat AI as a peak-week switch to flip. The ones who actually win BFCM configure it in October and let it learn before the surge hits. This playbook is your BFCM readiness plan, covering everything from the timeline and metrics to turning your CX team into the business's early-warning system.
In collaboration with Gorgias, the customer service platform used by 15,000 brands
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What's Inside
01
The BFCM Readiness Timeline
A phased, week by week plan from Foundation to Recovery, showing exactly what to prioritize at 8 weeks out, 4 weeks out, and the week of.
02
5 Ways AI Agents Keep You Ahead of the Rush
From absorbing repetitive tickets to catching pre-sale questions before they become abandoned carts, this chapter breaks down where AI earns its keep during peak.
03
Cover the Full Journey, Not Just the Ticket Queue
Peak-season CX spans pre-sale, checkout, and post-sale moments. See how mapping readiness across all three protects revenue and the customer relationship.
04
Governance, Security, and Quality at Scale
Automating at peak is only safe if you can control it. This chapter is the buyer's checklist for oversight, brand safety, compliance, and multi-brand readiness.
05
The Metrics That Matter
The KPIs worth watching during BFCM, from automation rate to cost to serve, and why you need to baseline them against last year's peak.
06
Your BFCM Readiness Checklist
A no-frills, actionable checklist covering integrations, escalation rules, QA, and your post-peak returns plan.
07
CX: Your Peak-Season Early Warning System
When AI absorbs the repetitive volume, your CX team becomes the business's most valuable sensor, spotting inventory, logistics, and site issues in real time.
08
Meet your shoppers where they are, when they need it
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